Designing AI-Driven Customer Experience for the Real World

Most companies are experimenting with AI in customer experience. Very few are actually transforming it.In this episode of Built for Trust, Nick Lippis is joined by Puneet Mehta, Founder and CEO of Netomi, to explore what it really takes to design AI-driven customer experience that works in the real world at enterprise scale, under regulatory constraints, and without breaking trust.Puneet shares why simply automating human workflows misses most of AI’s value, and how agentic AI enables a shift from reactive support to proactive, context-driven customer engagement. Drawing on real-world deployments with companies like DraftKings and United Airlines, the conversation dives into how enterprises can safely orchestrate AI across siloed systems, manage authority and compliance, and deliver faster, more empathetic customer experiences.The discussion also looks ahead to a future where AI becomes the primary customer interface and where AI agents may soon interact directly with other AI agents on behalf of consumers. For enterprise leaders navigating trust, governance, and transformation, this episode offers a grounded look at what agentic AI means beyond the hype.New episodes of the Built for Trust Podcast come out every Thursday. Subscribe to get notified. See you next week!